Assistant Manager – Client Services

Organization Unit Purpose

The client services team in corporate banking, supports the corporate relationship team in meeting the expectations of the client and supporting the team for all client matters with respect to Service and operational related requirements. This ensures that Relationship team is focused on revenue generation opportunities and service matters of the clients are managed by the Client Services team.

The team is the point of contact for all Corporate Customers and provide end to end service for all operational related matters. The team also manages the Client queries received directly or referred through coverage to be addressed/resolved.

The team is responsible to ensure the following:

• Establish efficient processes to service the clients resulting in faster TAT, proactive support and satisfied customers.

• Liaise with other units of the bank mainly being, Trade, Tanfeeth operations, Governance team, Group Compliance, Channels and Implementation team to ensure end to end resolution

• Ensuring client static and dynamic information is updated efficiently across all data users efficiently. This includes but is not limited to consumption of data points for compliance and regulatory information

• Full support to the Coverage team with all day to day operational matters, enabling them to focus on direct revenue generating business activities. This include but are not limited to VAT \ Account statements, tracking of payments, referrals management, resolutions to client issues, collaboration with channels \ other units to support clients.

• Collaborate between BU Governance for compliance and Coverage to ensure the BU has complied with ongoing requirements.

• Support the BU in collating documentation and resolving all queries, issues with the coverage team.

• Communicate with client via email/phone and provide support for managing payments and account maintenance related inquiries and requests

Job Purpose

The customer service Assistant Manager supports the Relationship Managers – coverage team to ensure that all customer related processes, queries, issues & challenges are handled in an efficient and professional manner within the agreed TATs thereby delivering superior service experience to the customers.

This is a high volume high intensity team and experienced- qualified Assistant manager is key to manage and deal with client queries, escalations and stakeholders within the bank.

The assistant manager also ensures that:

• Services are delivered consistently to clients

• Issues are prioritized in light of the attention required

• Identify opportunities to automate and make the processes efficient

• Proactive customer engagement for pre-empted issues such as major system changes.

• Ensure customers’ operational needs and requirements are timely addressed.

• Minimum engagement of RMs in operational issues- which will help coverage also to gain maximum wallet share of business and generate maximum yield from clients.

• Knowledge of bank wide systems, processes, products, departments & updates.

Job Content

Addressing all incoming client queries & issues.

• Close follow up with no reminders to resolve client issue.
• Timely escalation if required for closure.
• Highlighting the complex issue for permanent resolution.
• In depth knowledge of banking products.
• Familiar with systems, policies & departments.
• Proactivity towards resolution.
• Proactively identifying issues & managing client expectations
• Max client engagement.
• Ability to address cross product client queries- TRADE, online solutions … etc.
• Ensure that clients are on boarded to bank’s different solutions & various products: SB-ST, online banking, cash solutions…etc.

Constant level of client services

• Ensure top class customer service by coordinating with all units involved including trade finance, Treasury , OPC, branches etc. to resolve customer’s queries and processing customers’ requests in a timely manner. And significant knowledge of banking product.

Contribute in process & system improvements.

• Highlight the daily challenges impacted client experience & ways to improve the client journey.
• Monitoring of the daily repetitive activities (i.e. A.C. Maintenance, compliance referrals…) & highlight any duplication of efforts, quick fixes…etc.

Stakeholder Engagement

• Coordination on behalf of coverage team with Internal Stakeholders (primarily Group Operations, Tanfeeth, GOPs, and RD) to address RMs & Clients issues.

High level efficiency and compliance; fair background of TRADE, Operations & back office.

• Ensure all processes are executed as per bank policy
• Preparation of reports on relevant segment-portfolio for management purposes. CS team activities, challenges.
• Reporting the critical issues to CS management for further escalation to C&IB Ops risk and senior management — at the appropriate time.

Education

• The incumbent will have a degree education as a minimum

• BBA/MBA/CA

Experiences

• The incumbent will at least 5 years of banking / Financial Industry experience in a recognized regulated market

• International Banking Experience

• Experience preferably within C&IB related units (Trade, Cash, Credit, Treasury Products & OPS)

• Knowledge of banking operations in terms of branch and back office processes

Knowledge & Skills

• Product & Process understanding for Wholesale Banking in general & Analytical skill

• Credit analysis, trade finance products, operations knowledge

• Strong managerial skills in order to handle operations/portfolio accounts and to co-ordinate with other units.

• Proficiency in PowerPoint & Excel

• Regulatory requirements understanding — within UAE

Behavioral Competencies

• Taking initiatives and proactive.

• Team person

• Positive attitude towards customers, colleagues and superiors

• Self-starter and Independent.

• Assertive and confident.

• Committed to creating a continuous improvement culture within a team and organization.

• Interpersonal abilities to present a business-friendly image to all internal and external stakeholders.